To define the method for obtaining and evaluating feedback from internal and external customers regarding the services provided by the Institution; recording, evaluating and resolving suggestions and complaints; and for carrying out corrective actions to prevent recurrence.

It covers all services provided by the Institution.

The Quality Management Representative, Unit Quality Representatives and all personnel whose responsibilities are defined in this procedure.

Customer: A person, institution or legal entity that has applied to receive a service, whether free of charge or for a fee.

1. Internal and external customer satisfaction, opinion, suggestion and complaints are received through various channels such as the form on the website, face-to-face meetings, e-mail and telephone. Internal customers’ opinion is received through channels such as the Document Management System/e-mail; and the employee satisfaction is also evaluated by survey. All feedback is treated as an opportunity for improvement.

2. Meetings with customers are recorded under the Customer Meetings Registration Form.

3. The Customer Satisfaction, Suggestions and Complaints Form on the website is forwarded to the relevant management representative according to the campus and service concerned.

4. Customer satisfaction, suggestions and complaints are evaluated and followed up.

5. The form is evaluated jointly by the relevant management system representative and the person responsible for the activity which is subject to feedback.

6. Ratings of “Good” and “Very good” on the form are accepted as customer satisfaction.

Related Documents

• Customer Satisfaction, Suggestions and Complaints Form

• Employee Satisfaction Survey

• Customer Meetings Registration Form

• Customer Complaint Evaluation Form

• Nonconformity and Corrective Action Procedure

• Process List

• Process Card

• Workflow Form

• Performance Indicator Monitoring Form